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Open nowPosted 363 days ago

桌面运维工程师（L1.5）

boke/index480 open roles

Where
Shanghai, Chinese Mainland
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Your applicationOpen now桌面运维工程师（L1.5）boke/index · Shanghai, Chinese Mainland

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on boke/index's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. boke/index postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 363 days ago

boke/index median: 1 days open

The posting

岗位职责： 1. 沉淀高频工单分类、典型场景话术、操作指引，把重复性问题转化为可复用知识条目，形成问题处理 SOP、典型场景的 Troubleshooting 清单； 2. 负责 IT 内部知识库的全生命周期运营，打造轻量、高效的IT内部知识管理体系； 3. 作为 L1.5 级技术支持，落地标准化的现场支持交付标准、处理 L1 升级的复杂问题故障，对 L1 人员带教与训练； 4. 维护工单分级分类、指标与 SLA 基线，落实对一线服务质量的检查，对超时、滞留、重复问题、投诉等做归因复盘并跟踪改进； 5. 作为 T0 自助与服务台 AI 方向的实际运营责任人，推进智能客服的落地及能力提升，探索工单 AI 预分类、AI 自动派单、热点问题自动发现等场景，不断提升用户体验； 6. 跟踪服务 AI 自动闭环，通过知识库维护、FAQ 沉淀、用户反馈回收，稳步提升 T0/AI 分流占比；

任职资格： 1. 全日制本科及以上学历，计算机、信息技术、软件工程等相关专业优先； 2. 2–4 年企业 IT 服务台 / 桌面运维 / IT 运营等相关经验； 3. 熟悉 Windows、macOS 常见办公环境操作，掌握各类公共设备的维护及高频问题处理； 4. 具有数据化思维，能从数据中识别异常并做归因及整改措施； 5. 掌握 AI 客服、知识库检索增强（RAG）、AI 自动闭环、工单 AI 预分类等能力； 6. 用户视角优先，愿意在 IT 服务台、桌面支持、AI 客服三条线同时积累经验，能承受阶段型多任务并发；

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